Opportunity
The Customer Care Representative
contributes to a positive and inclusive work environment, with the primary
responsibility for communication and problem resolution with our showroom teams
to ensure customer satisfaction. This includes frequent contact with customers
via email and phone and maintaining all appropriate documentation and account
records.
Specific
Responsibilities
Act as a point of contact for designated
showroom(s), troubleshoot difficult customer issues and act as liaison on
escalations.
Responsible for competently and efficiently
handling a fluctuating volume of contacts and question types and responding to
inquiries within defined service level threshold.
Document and track customer feedback and
communicate back to Ann Sacks to drive continuous improvement.
Possess an in-depth knowledge of Ann Sacks
products, including technical aptitude. This includes leveraging our NTCA
resource to verify installation process and warranty resolution.
Resolve warranty claims in partnership with
showroom management while identifying the best “cost versus service” solutions.
Utilize negotiation skills and compromise to reach customer resolution while
maintaining warranty budget.
Provide backup support for Customer Care
Representatives during time off, coverage gaps or as the business requires. Support
Customer Care Representatives with creating BOLs, delivery reconsignments and responding
to new customer web inquiries.
Establish and maintain successful relationships
with internal departments allowing for timely and effective resolution of customer
needs. Act as liaison between sister brands to provide proactive lead time
information and resolve inter-company client issues.
Additional
Duties
Coordinate special one-time projects as
assigned by Supervisor. Such projects may include creation and documentation of
SOPs, analysis of BOBJ and SAP data, and business process change testing and
participation.